Unit of competency Outline
Date retreived
23/07/2026 9:00 PM AWST
23/07/2026 9:00 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Provide insurance broking services in response to a customer enquiry
Provide insurance broking services in response to a customer enquiry
Unit of competency
National Code
FNSIBK301A
FNSIBK301A
State Code
D4177
D4177
TGA Status
Deleted
Deleted
DTWD Status
Deleted
Deleted
State Implementation and Classification
Approved Date
29/07/2014
Field of Education
081103 - Insurance And Actuarial Studies
Original Release Date
29/07/2014
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to respond to customer requests for insurance broking products or services in person or via other communication methods.This unit is applicable to individuals working within enterprises and job roles subject to licensing, legislative, regulatory or certification requirements including legislation administered by the Australian Securities and Investments Commission (ASIC).
Notes
Elements and Performance Criteria
1. Assess the nature of enquiry
- 1.1. The nature of the enquiry is clarified and all details obtained
- 1.2. A decision on whether dealing with the enquiry is within the scope ofresponsibility or authority area or must be referred to an appropriate other person within the brokerage is made
- 1.3. A decision on whether the enquiry can be satisfied immediately or whether further investigation is needed is made and customer is informed
- 1.4. If the enquiry can be answered directly, a response in accordance with organisational procedures is provided
- 1.5. If further investigation is required, the reason is explained to the customer and a timeframe is agreed upon for follow-up
- 1.6. Customer details are obtained
2. Research the information relevant to the enquiry
- 2.1. Sources of information are identified so that an appropriate response can be provided within authority levels
- 2.2. Information is obtained, organised and analysed to provide an accurate and satisfactory response
3. Determine a suitable response to the enquiry
- 3.1. Response is prepared in line with organisational procedures, guidelines and authorities and within accepted timeframe
- 3.2. Response is comprehensive, clear and delivered in the most appropriate format (oral, written) and within the agreed upon timeframe
4. Communicate information to the customer
- 4.1. Written or oral responses are given in clear, simple, and easy-to-understand language
- 4.2. Customer is treated courteously and an ongoing relationship is encouraged
- 4.3. Any further queries from the customer are attended to promptly
- 4.4. Checks and/or follow-up are undertaken to ensure that the response satisfies the customer's needs
5. Update relevant records
- 5.1. Information on the nature and frequency of enquiries is collected for evaluation
- 5.2. Details of the enquiry are recorded as required by organisational procedures
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Nature of the enquiry may include:
claim against a policy
complaint
enquiry about ongoing use of an insurance product or broking service
initial enquiry about insurance product or broking service
quotation for insurance.
Scope of responsibility or authority area may include:
job description or accountability area
training accreditation of the individual to provide general or personal general or life insurance product advice under ASIC regulations.
Customer details may include:
claims history
details of insurances held
name, address and contact details
policy number.
Sources of information may include:
organisation records
organisation policy and procedures manuals
policy wordings
relevant legislation
surveys or risk management reports.
Response may include:
dealing with confidential information
general information on insurance products and services
general or personal advice on risk exposures and insurance program.
Appropriate format may include:
demographic and cultural details
language including use of insurance jargon
modes of communication.
Checks and/or follow-up may include:
follow-up phone call, email or letter
verbal approval from customer.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Nature of the enquiry may include:
claim against a policy
complaint
enquiry about ongoing use of an insurance product or broking service
initial enquiry about insurance product or broking service
quotation for insurance.
Scope of responsibility or authority area may include:
job description or accountability area
training accreditation of the individual to provide general or personal general or life insurance product advice under ASIC regulations.
Customer details may include:
claims history
details of insurances held
name, address and contact details
policy number.
Sources of information may include:
organisation records
organisation policy and procedures manuals
policy wordings
relevant legislation
surveys or risk management reports.
Response may include:
dealing with confidential information
general information on insurance products and services
general or personal advice on risk exposures and insurance program.
Appropriate format may include:
demographic and cultural details
language including use of insurance jargon
modes of communication.
Checks and/or follow-up may include:
follow-up phone call, email or letter
verbal approval from customer.
EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
provide responses to a range of enquiries that satisfy customer needs and achieve the organisation outcomes
consider and adapt to any special needs of customers, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to organisation records
access to organisational policies and procedures.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency
observing processes and procedures in workplaces
verbal or written questioning on underpinning knowledge and skills
accessing and validating third party reports
setting and reviewing workplace projects and business simulations or scenarios.
Guidance information for assessment
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
provide responses to a range of enquiries that satisfy customer needs and achieve the organisation outcomes
consider and adapt to any special needs of customers, including cultural, language, race, religion, ethnic origin, socioeconomic status and demographic needs.
Context of and specific resources for assessment
Assessment must ensure:
competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment
access to and the use of a range of common office equipment, technology, software and consumables
access to organisation records
access to organisational policies and procedures.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:
evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency
observing processes and procedures in workplaces
verbal or written questioning on underpinning knowledge and skills
accessing and validating third party reports
setting and reviewing workplace projects and business simulations or scenarios.
Guidance information for assessment
No information
| State Code | National Code | Title | Type |
|---|---|---|---|
| S698 | FNS30610 | Certificate III in Insurance Broking | Qualification |